Suumit Shah, the CEO of Dukaan, a Bengaluru-based online storefront platform, sparked a wave of criticism and outrage on social media when he revealed plans to replace his support staff with an AI chatbot. The announcement drew sharp backlash, with many questioning the motives behind the decision.
Shah asserted that the chatbot significantly reduced customer support costs by 85% and boasted faster response times compared to the human team. However, skeptics argued that the move was driven more by financial constraints and business challenges rather than the true benefits of AI.
Critics also raised concerns about the lack of empathy and respect shown towards the support staff who were being laid off. They questioned the ethical implications of prioritizing cost-cutting measures over human livelihoods.
While Shah expressed regret over his Twitter announcement, he stood by the decision, citing the inevitable trend of job displacement driven by AI technology.
The incident highlights the ongoing debate surrounding the use of AI in the workplace and the responsibility of businesses to prioritize both efficiency and the well-being of their employees. It also underscores the importance of considering the human impact of technological advancements and finding a balance between innovation and empathy in the face of automation.
